5.4.7. Glossary

Corrective Action: action to eliminate the cause of a detected nonconformity or other undesirable situation.

Customers’ Satisfaction: customer's perception of the degree to which the customer's requirements have been fulfilled.

Defect: non-fulfilment of requirements related to an intended or specified use.

Procedure: specified way to carry out an activity or a process.

Process: set of interrelated or interacting activities which transform inputs into outputs.

Quality: degree to which a set of inherent characteristics fulfil requirements.

Quality Management: coordinated activities to direct and control an organization with regard to quality.

Quality Management System: a management system to direct and control an organization with regard to quality.

Quality Planning: a part of quality management focused on setting quality objectives and specifying necessary operational processes and related resources to fulfil the quality objectives.

Quality Policy: overall intentions and direction of an organization related to quality as formally expressed by top management.

Review: an activity undertaken to determine the suitability, adequacy andeffectiveness of the subject matter to achieve established objectives.


ISO 9000 is the source of all the definitions in the Glossary.